> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blubash.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Performance & Quality (coming soon)

> Coming soon: compare teams, team members and AI agents on SLA, satisfaction, wait, response and resolution times, and AI autonomy.

<Warning>
  **Coming soon.** The **Performance & Quality** report appears as **Coming soon** in **Reports & Insights** and is not available yet. This page previews what it will show, and details may change before launch. In the meantime, use the [Conversations report](/reports/conversations-report) and the [360° View with AI analysis](/reports/ai-audit).
</Warning>

The report will compare teams, team members and AI agents on a single screen, with the **Teams**, **Users** and **AI Agents** tabs, **Period** filters and the **Metrics** and **Detailed** modes.

## What it will show

| Indicator | What it measures |
| - | - |
| **SLA** | Percentage of conversations resolved within each team's time goal |
| **Avg CSAT** | Average Satisfaction Survey score (1 to 5) |
| **Wait time** | Time until the first response |
| **Response time (human)** | Measured from the transfer or assignment to the team member. Time the AI was handling does not count |
| **Resolution time** | From opening to closing the conversation |
| **AI Rate (100%)** | Percentage of closed conversations resolved 100% by AI, with no human intervention |
| **Active Load** | Conversations in progress per team and per person |

## By tab

| Tab | Focus |
| - | - |
| **Teams** | Capacity, SLA, satisfaction and workload distribution across teams |
| **Users** | Productivity, response times and quality per team member |
| **AI Agents** | Volume handled, containment rate (conversations resolved 100% by AI) and quality of each agent |

On the **AI Agents** tab, the focus is how much the agent resolves on its own, when it transfers to the team and which topics drive the most transfers, to guide the next round of training.

## Prepare your operation now

The numbers in this report depend on settings you can configure today:

1. **Track time goal** and **Time to resolve (hours)** on each team.
2. **Team Calendar** with the real business hours.
3. **Satisfaction Survey** turned on.
4. **Allow closing conversation** on the AI agent, so conversations resolved by the AI are closed and counted.

[Create and configure teams →](/account-settings/create-configure-teams) · [AI agent settings →](/ai-agents/configure-agent-settings)

## Next steps

<CardGroup cols={2}>
  <Card title="Conversations report" icon="messages-square" href="/reports/conversations-report">
    Volume, channels, peak times and the split between AI and team.
  </Card>

  <Card title="360° View and AI analysis" icon="scan-search" href="/reports/ai-audit">
    Quality of each interaction.
  </Card>
</CardGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.